FAQ

Content

Please read and follow these instructions carefully. The total dollar amount of your recharge should be deposited into the following account:

Bank: ASB Account

Name: Connecting Limited

Account Number: 12-3223-0188606-00

In the 'Particulars' box enter your Account number .

In the 'Payee Code' box enter your surname and initial.

In the 'Reference' box enter your Mobile number.

Note: Recharges will not be applied during weekends and Public Holidays. A minimum of $10.00 and a maximum of $100.00 applies for Direct Credit Recharges.

How to make Payments ?

Direct Credit Payment Instructions for Connecting Calling cards

Phone cards Account can be recharged by direct credit. Please read and follow these instructions carefully.

The total dollar amount of your recharge should be deposited into the following account:

Bank: ASB

Account Name: Connecting Limited

Account Number: 12-3223-0188606-00

In the 'Particulars' box enter your Serial number .

In the 'Payee Code' box enter your name and surname.

In the 'Reference' box enter your card (PIN) number.

Note: Recharges will not be applied during weekends and Public Holidays.

A minimum of $10.00 and a maximum of $100.00 applies for Direct Credit Recharges.

What does rebooting my phone mean?

Rebooting the phone means to turn off your phone and then turn it back on again. To reboot the phone, disconnect the power supply to the phone, wait 30 seconds and then plug it back in.

Can I use a cable broadband modem?

yes. you can

What type of telephone can I use with Connecting VoIP?

You may use a traditional phone by using a VoIP adapter or use a soft phone which needs to be downloaded on to your PC. There is also the option of using a VoIP phone or a USB phone with the combination of a soft phone, and this gets plugged into your USB port.

Can we connect our existing telephone handsets to the Connecting VoIP service?

Yes, with the help of a VoIP adapter, you are able to connect your existing telephone handset. The adapter in return connects to your Internet connection. For setup instructions, please visit our VoIP setup.

Can I use my cordless phone with the VoIP service?

Yes, you will just require a VoIP adapter as well.

What is the cost of calling a 0800 number?

It is free of charge.

How do you take payments for services? For e.g. monthly rental for DDI's or set up fees?

We take payment by debit or credit card through an online payment system

How can Connecting VoIP keep their charges so low?

A VoIP network is more affordable and beneficial than a conventional phone network. We are able to avoid unnecessary expensive equipment and switches.

What do callers get charged when they call me on my Incoming Number (landline to VoIP numbers) purchased from Connecting VoIP?

There are no hidden costs or charges when a caller calls to an Incoming Number. In the case of a 0800 number, there is no charge at all. We also provide access where you may monitor your call activity and even download this to your computer for future reference.

Is it free to call from Connecting Voip to Connecting Voip?

Yes, a Connecting Voip to Connecting Voip call is entirely free.

Is it free to call other VoIP networks?

This feature is currently not available in New Zealand.

How reliable and secure is VoIP?

VoIP is as safe and secure just as the Internet. With added encryption, it allows the added sense of security versus a connection over a conventional phone line.

How do I find my Connecting VoIP password?

Your Connection VoIP password can be found on the main account page of your Connecting VoIP account, just by selecting the Connecting VoIP ID. This password is also known as a SIP password and is required for the configuration of a VoIP device.

Can I take my VoIP adapter when I travel?

Yes, it is transportable and able to be used with majority of telephones. You will need access to an Internet connection and you can use Connecting VoIP service world-wide. Using it around the world will not cost you any additional charges.

Can I get voicemail on my account?

Yes. With our gold package deal, you have access to features such as voicemail, SMS call back and lower rates.

Can I divert my incoming number?

Yes. You can divert if your account has an available balance.

Can I access my voicemail when I'm not at my phone?

Yes you can access your voicemail from anywhere in the world.

Are VoIP calls cheaper than calls on traditional telephone networks?

Yes calling rates are considerably lower and calls to other VoIP destinations are free of cost. You are charged per minute rates for calls outside the VoIP network. Using VoIP also helps to diminish your telephone line rental costs because it works through your internet connection.

Are there any monthly charges or hidden costs?

No. Its completely free to sign up with Connecting VoIP and there are definitely no subscription fees or any hidden costs. You will just need to credit your account to make and receive calls. For more information please visit our website www.connecting.net.nz

Will I be able to keep my VoIP telephone number if I later decide to transfer my service to another provider?

You should be able to, but there may be additional fees charged from the other service provider.

What is VoIP and how does it work?

VoIP (Voice over Internet Protocol) allows you to make telephone calls through an Internet connection rather than a traditional telephone network. VoIP converts your voice signal from your telephone into a digital signal that travels through the Internet and converts it back at the other end so you can speak to anyone with a regular phone number.

What do I need to get started?

An internet connection is required and then the voip phone can be connected with an adaptor. You will secondly need to register with the service provider, Connecting Voip.

What do I choose - PC-based telephone or hardware or equipment-based VoIP services?

Depending on your needs for voip, PC and software services are more affordable but with limited features. However, Software-based VoIP runs on your desktop or laptop making it more easier to use and it allows you to take it with you wherever you go. Hardware/Equipment-based phones work like a standard phone, but come with added bonuses like call divert and call forward.

My ConnectingVoIP Geographic Number has been cancelled. I did not request for cancellation and I was not informed or aware of an expiry date. How can I reactivate my number?

On the unlikely occasion, a cancellation could have occurred due to a failed payment. Reactivation is possible within a one month time frame. Once reactivated, your number will be renewed.

My call credit has been allocated to the wrong Connecting VoIP ID. Could you please allocate the credit to the xxxx number in my account?

Yes. We will need your Connecting VoIP Ids and then we can move your credit to your nominated account.

I want two sequential geographical numbers - one for phone and the other for fax. How can I ensure that the numbers I get are sequential and if there are any available?

Please sign up first and we will provide you with sequential numbers. If there any problems please email customerservice@connecting.net.nz and we will replace the numbers for you.

I currently have 4 ConnectingVoIP IDs, but only two are being used. Could you delete the IDs that are no longer in use?

Please contact our ICT technician for support.

How long have you been in business? What happens to my number(s) if your business goes bust?

Connecting VoIP has been in business since April 1st 2013. Please contact our customer service team who can assist you with your numbers.

How long does it take to set up my DDI?

It can take between 2 to 5 working days.

How is VoIP different from a traditional telephone system?

The only difference is that your telephone works through your internet connection rather than a standard telephone network. VoIP also has benefits such as long distance calls with excellent quality and other special features which a conventional phone does not offer. Since VoIP uses your internet connection, you have the added convenience of additional lines. With VoIP you can get an number which can be from any country or area code you prefer, even if it is different to the area you live in. For example if you live n New Zealand but get an international number, you will not be charged for long distance calling. Please note however that users in New Zealand calling on your international number will be charged international rates.

How do I make calls using Connecting VoIP? Do I have to dial a special number?

No, you do not need to dial a special number. To make and receive calls with Connecting VoIP is the same as with a standard telephone/mobile. For international calls dial 00 followed by the country code, To dial other Connecting VoIP users, just dial their Connecting VoIP ID from your VoIP Phone. All calls to other Connecting VoIP users are absolutely free of charge.

How can I get international DDIs or blocks of DDIs or extra channels?

Extra channels and international / blocks of DDIs can be requested. You can email your request to customerservice@connecting.net.nz. DDIs will incur a separate setup cost and monthly fee as well.

1. Why should I buy a Connecting calling card?

The aim of a calling card is to receive fast, reliable and affordable calling rates. Not only will you receive that from a Connecting calling card, but also a product which is user friendly, simple to follow and worth every cent. We have done extensive market research and collated our findings to deliver exceptional calling rates locally and internationally on a global scale. With the added convenience of purchasing a card online, you can start making calls at your leisure

2. Why buy a prepaid connecting calling Card Online?

As the card is pre loaded with credit, you are able to make calls quickly and efficiently. As a consumer, you are in control of how much credit you would like to use. It also gives you the added factor of convenience and it cuts out the hassle of going into a retail store when you may require one urgently.

3. How long does it take to receive my connecting phone card?

In most instances, a pin number for your card can be received just moments after your credit card payment is approved. However, there may be some instances where manual verification is required before payment is approved. An email will be automatically sent to you with all of your order information, Failure to receive such an email confirmation would indicate that your credit card payment was not successful. We accept a range of credit cards such as VISA. MasterCard, AMEX also PayPal service as well etc.

4. What is manual verification of your credit card means?

For the protection from fraudulent credit card use, we may occasionally perform a manual verification of the billing information with the credit card company

5. How do I receive my connecting phone card’s pin number?

As your payment for an online calling card has been processed, you will be sent a pin number by email address which you have registered with connecting limited.

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4. If you have routed the number to an external destination like your PBX or another provider, please check your details and ensure that your SIP provider is not blocking traffic. Check your Asterisk configuration go here.

5. Loss of Internet connectivity, check with your ISP. If you have checked all of the above and the problem persists, contact our support team.

6. What if I lost my pin number?

Please contact our friendly customer service staff on 0800 678 901 and they will assist you from there.

7. How do I find a phone card which is best for me?

By using the rate calculator on our website www.connectng.net.nz . It will generate the best value for your money. The rate calculator can be found on the Home/VoIP tab.

8. How do I purchase a connecting phone card?

Cards are available online or at all major retailers. Or please check the google maps store locator on our website to find out the nearest retail shop for our calling card.

9. How do I register as a new connecting customer?

By clicking on the ‘register tab’ on our website. As a new customer, you are required to create an online account with us using your on login ID and password

10. Is my credit card transaction secure?

Safety and security are of utmost importance to us here at Connecting. We use a well trusted and secure service PayPal, to ensure all your personal information is never misused. Because we prize the safety and security of our customer's personal information, we employ 128-bit encryption technology to ensure that all of your personal information, including your credit card numbers, is transferred securely. To take advantage of our 128-bit encryption, you may need to upgrade your browser to the 128-bit encryption

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Depending no how you use your Internet connection, you want to make sure that you have enough bandwidth leftover for typical Internet traffic (eg emails, web browsing, file downloads)

If you are unsure of how your Internet connection will be able to cope, try testing your connection for VoIP here This link lead to external website.

11. How do I use my calling card?

There are easy to follow instructions on the calling card. If you require further assistance please do not hesitate to contact our customer service staff and they will be more than happy to guide you.

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2. A braodband connection is 'always on', thereby ensuring that you can receive and make calls with minimum interruption.

3. Depending on how you use your Internet connection, you want to make sure that you have enough bandwidth left over for typical Internet traffic (e.g. emails, web browsing, file downloads).

If you are unsure of how your Internet connection will be able to cope, try testing your connection for VoIP here This link lead to external website.

12. How long can I keep using my calling card?

As long as you have credit in your card, you may use it. Unlike other cards in the market, Connecting calling cards do not have an expiration date.

13. What is a connection fee?

Some phone cards may charge you a fee once you start to make a call. Here at Connecting there are no connection fees associated with our calling cards. (This includes monthly or weekly connection fees other companies charge).

14. What are the taxes associated with a calling card?

The only tax associated with our calling cards is GST New Zealand.

15. Are there any other charges when you purchase a connecting calling card online?

Yes, each transaction incurs a fee of NZD0.50. For example, if you purchase a card for NZD10, you will be charged NSD10.50.

16. Can I recharge my calling card?

No, you cannot top up online.But if you ring customer care then you will be able to top up by using credit/debit card

17. Who handles customer support?

The Connecting team handle all customer support. Our goal is to provide the best customer service and experience to all our VoIP/calling card/broadband customers.

18. What is our return policy?

If you encounter a technical problem with the calling card, we will be more than happy to reimburse you. Please feel free to contact our Connecting team for further details.

21. What is the difference between local access and toll free access?

A local access number is of no cost if it is used within the local area it is associated with. Accessing from a home phone incurs no charge, where as a charge is incurred from a business phone. A toll free number is free of charge, no matter where it is accessed from.

22. How do I find a prepaid calling card that could be used outside of New Zealand?

Our calling cards cannot be used out of New Zealand but if you register online for our web calls, VoIP calls and our app, these can be used internationally.